A Multi-Industry Analysis of the Future Use of AI Chatbots

Artificial intelligence (AI) chatbots are set to be the defining technology of the next decade due to their ability to increase human capability at a low cost. However, more research is required to assess individuals’ behavioural intentions to use this technology when it becomes publicly available....

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Bibliographic Details
Published in:Human behavior and emerging technologies 2022, Vol.2022, p.1-14
Main Authors: Kelly, Sage, Kaye, Sherrie-Anne, Oviedo-Trespalacios, Oscar
Format: Article
Language:English
Subjects:
Artificial intelligence
Banking
Behavior
Chatbots
Cost analysis
Customer services
Electronic banking
Electronic commerce
Industry analysis
Internet
Mental health care
Mental health services
Popularity
Privacy
Shopping
Technology
Technology Acceptance Model
Usefulness
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Summary:Artificial intelligence (AI) chatbots are set to be the defining technology of the next decade due to their ability to increase human capability at a low cost. However, more research is required to assess individuals’ behavioural intentions to use this technology when it becomes publicly available. This study applied an extended Technology Acceptance Model (TAM), with additional predictors of trust and privacy concerns, to assess individuals’ behavioural intentions to use AI chatbots across three industries: mental health care, online shopping, and online banking. These services were selected due to the current popularity of regular chatbots in these fields. Participants (N=360, 202 females) aged between 17 and 85 years (M=38.17, SD=17.66) completed a 71-item online, cross-sectional survey. As hypothesised, perceived usefulness and trust were significant positive predictors of behavioural intentions across all three behaviours. However, the influence of the perceived ease of use and privacy concerns on behavioural intentions differed across the three behaviours. These findings highlight that the combination of predictors within the extended TAM have different influences on behavioural intentions to use AI chatbots for mental health care, online shopping, and online banking. This research contributes to the literature by demonstrating that the influence of the variables in one field cannot be generalised across all uses of AI chatbots.
ISSN:2578-1863
2578-1863
DOI:10.1155/2022/2552099